In this module, we have focused on relationships and their fundamental importance to the running of a community pharmacy. We have sought to describe the role of building and maintaining a healthy level of trust in your most important business relationships.

We have looked at the trust equation and its components, which give a focus to your efforts to build trust within your relationships. And we have examined the emotional bank account – a useful metaphor in gauging the health of a relationship. Those who have
a low account balance will need you to make regular deposits to ensure they have a healthy and sustained level of credit.

Understanding the state of your most important relationships and maintaining a healthy balance in your emotional bank account is critical to the health and sustainability of your business.

Pause to reflect

For each person on the list you made earlier, make a list of potential deposits that you could make to ensure that the relationship becomes healthier and has a more positive balance.

References and further reading

• Covey,StephenR,The7HabitsofHighlyEffective People, 30th anniversary edition, Simon & Schuster, 2020
• Acuff, Jerry, with Wood, Wally, The Relationship Edge in Business: Connecting with Customers and Colleagues when it Counts, Wiley, 2004.